Lelo Dlamini

Results-driven Training and Quality Assurance Specialist with over 10 years of experience in customer experience, contact center operations, learning and development, quality management, and performance improvement. Proven expertise in designing and facilitating training programs, conducting quality audits, coaching high-performing teams, identifying operational gaps, and driving continuous improvement initiatives. Recognized internationally for service excellence and known for leveraging data-driven insights to improve employee performance, customer satisfaction, compliance, and business outcomes.

Senior Training & Development Specialist (CX Associate) - Merchants SA

(2023-09)

• Facilitate product, process, and systems training aligned with client and business requirements.
• Identify training gaps and implement targeted development interventions focused on soft skills, sales, compliance, and operational excellence.
• Contribute to the development and execution of training strategies and employee development plans.
• Design and implement learning solutions using classroom, virtual, simulated, mentoring, and on-the-job training methodologies.
• Coach and mentor employees to improve performance and close identified skill gaps.
• Create and maintain a supportive and engaging adult learning environment.
• Develop assessments to measure knowledge retention and training effectiveness.
• Track and report learner performance during On-the-Job Training (OJT).
• Compile and deliver daily campaign training reports and operational handover reports.
• Conduct team briefs in collaboration with Workforce Management to ensure effective communication and alignment.
• Facilitate discussions and encourage participation to enhance learning outcomes.

Xfinity Customer Service Consultant - Merchants SA

(2022-12 - 2023-08)

• Delivered the Xfinity customer experience through personalized product recommendations and tailored solutions.
• Promoted and sold products and services aligned with customer needs.
• Built strong customer relationships while consistently demonstrating S4X service behaviours.
• Maintained expert knowledge of telecommunications products, services, and emerging technologies.
• Consistently achieved high customer satisfaction and performance metrics.
• Achieved the highest Net Promoter Score (NPS) within the 3P Comcast campaign.

Case Management Solutions Quality Reviewer - MSA Outsourcing Solutions Pty Ltd

(2021-11 - 2022-11)

• Audited and finalized healthcare claims to ensure compliance with regulatory standards and internal procedures.
• Conducted detailed quality reviews and adjudicated claims in accordance with standard operating procedures.
• Served as a Subject Matter Expert (SME) and supported operational teams with quality-related guidance.
• Led root cause analysis initiatives and process improvement projects.
• Conducted mid-process inspections to ensure quality standards were maintained.
• Trained and mentored new Quality Assurance team members on auditing and inspection processes.

Lifescan Customer Service Consultant & 2IC - MSA Outsourcing Solutions Pty Ltd

(2020-12 - 2021-11)

• Managed customer inquiries related to laboratory testing services.
• Coordinated phlebotomy scheduling, draw orders, courier collections, and urgent requests.
• Maintained strict confidentiality and compliance with healthcare standards.
• Supported daily operational planning and scheduling as Second-in-Charge (2IC).
• Collaborated directly with client stakeholders to complete project deliverables efficiently.

Omni-Channel Consultant (Customer Care) - MultiChoice Group

(2019-01 - 2019-08)

• Delivered seamless customer experiences across voice and digital service channels.
• Managed customer retention activities and cancellation recovery processes.
• Identified opportunities for cross-selling and up-selling DStv products and services.
• Resolved customer complaints through effective service recovery strategies.

Proof of Concept (POC) Consultant - MultiChoice Group

(2017-01 - 2018-12)

• Performed functional and integration testing on new business processes and system enhancements.
• Conducted quality assurance testing throughout development and production stages.
• Simulated customer journeys and documented testing outcomes and defects.
• Coordinated retesting activities and collaborated with business and technical teams.
• Provided operational recommendations to improve processes and customer experiences.

Customer Service Consultant - MultiChoice Group

(2014-02 - 2016-12)

• Assisted customers with technical decoder and service-related issues.
• Managed customer accounts, billing adjustments, and service requests.
• Promoted value-added products including Showmax and DStv services.
• Delivered exceptional customer service while maintaining high productivity and quality standards.

National Senior Certificate - Abbotts College, Johannesburg South (2010)